The Influence of SEVQUAL Factor on Customer Satisfaction at Bachok Land and District Office in Kelantan

Customer satisfaction is an important aspect that is often given attention by the product or service provider. This is because the quality of the products or service provided by an organization can be assessed and improved based on the insights gained from subscribers. Therefore, this study was conducted to create knowledge and better understanding on the important of service quality towards customer satisfaction. The objective of this study is examine the level of customer satisfaction among customers of land and district office at Bachok, Kelantan. To identify the relationship among tangible factor, reliability factor, responsiveness factor and empathy factor among customers at Bachok Land and District Office. To investigate the most important factor that influences customer satisfaction Bachok Land and District Office. This study is focused on Bachok Land and District Office as we know that this department provide a poor service delivery and led to complaints made by customers. This study to enhance the knowledge and skills of employees and helps organization in decision making in order to improve performance and better public service.